Maersk - Customer Experience Partner - Container Sales Process - US Market (4-8 yrs)

Customer Experience Partner - Container Sales - US Shift

Job Description Summary

- The Container Sales Customer Experience team manages the out fleet of old and total loss containers, selling them globally in over 70 countries. Responsibilities include handling after-sales activities, ensuring compliance with regulations, managing financial transactions, and addressing customer queries.

- The role requires seamless communication and coordination with stakeholders, training new joiners, driving process improvements and participating in business reviews. Strong analytical skills for handling large datasets and continuous self-development, especially in learning new technologies like Microsoft tools, are essential for success.

Key Responsibilities:

- Customer Focus and Stakeholder Management

- Provide exceptional customer service and support to stakeholders.

- Handle customer inquiries and resolve issues in a timely manner.

- Ensure that process SOP remain updated and consult with the compliance team to adjust them to improve the process.

- Identify and propose customer experience improvements and service deliverables.

- Own the customer experience provision and continually improve its delivery.

- Develop and maintain effective relationships with customers, key stakeholders.

- Proactively assist with customer's implementations.

- Conference call with the key customer / sale team members / customers to review performance/ KPI as monthly basis.

- Communicate effectively with stakeholders from various countries.

Data Driven:

- Analyse customer data to identify trends and insights.

- Work with large data sets to perform detailed analysis and generate actionable insights.

- Prepare and present MBR and WBR reports to leadership team and key stakeholders.

- Maintain accurate records of customer interactions and transactions.

- Be well-versed with basic Microsoft tools (Excel, Word, PowerPoint, Outlook).

- Good to have qualities of working with Microsoft tools such as Power BI, Power Automate, and SharePoint. Utilize SQL for data extraction, analysis and reporting.

Teamwork:

- Engage and collaborate with team members to achieve common goals.

- Drive best practice sharing within the team and cross team.

- Participate in team engagement

Other Responsibilities:

- Manage after sales container processes to ensure timely delivery.

- Coordinate with depos and Terminals.

- Follow-up and resolve any issues related to delays.

- Ensure compliance with international container Selling regulations and documentation.

- Utilize SAP for financial transactions and reporting.

We are looking for :

- Proven experience in customer service or a related field.

- Excellent communication and interpersonal skills.

- Experience in preparing and delivering presentations.

- Flexible to work in afternoon or night shifts.

- With experience in managing a team would be an advantage

- Strong problem-solving skills and attention to detail.

- Ability to work effectively in a team environment.

- Can work collaboratively and engage with a range of internal and external stakeholders from diverse backgrounds

- Possess a customer centric and continuous improvement mindset

- Good to have background in SQL and data analytics.